Contact : 0800 756 6335

Returns & Refund

Cancellations

All goods are delivered with an unconditional 30-day money back guarantee in addition to your rights under the Consumer Protection (Distance Selling) Regulations 2000. In order to return goods under your money back guarantee, you must email us at info@tranquilwaters.co.uk or write to us within 30 working days of delivery of the goods, and you must arrange for and pay the cost of returning the goods to us with original packaging or suitable to protect items for resale on return trip. Photos must be taken and sent prior to collection of returns to prove packaging is sufficient to protect adequately for resale of all products. Following safe receipt of goods to Tranquil Waters The Koi Farm, King street, High Ongar, Essex CM5 9NP.

we will refund the sums paid for the goods delivered to you as soon as possible, but in any event within 30 days of you giving notice to us of your intention to return the goods, deducting any monies in the event the items have been used and soiled or damaged. If requested, we may collect the goods being returned but the cost of collection will be charged to you and may be deducted from any refund given. Subject to these conditions a full refund will be made to you less the delivery costs at the current rate.

Replacements

If faulty goods are received you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out an Returns request form which will be provided by a member of our customer services team. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee of 10% of the original purchase price from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.

Manufacturers Guarantees

We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.

Electrical Equipment

Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued is the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.

Returns

Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first few weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees.